I'm a professional Email Support and Customer Service Specialist with 5+ years of experience managing high-volume support inboxes, resolving tickets efficiently, and ensuring zero cases fall through the cracks.
I have hands-on experience with Help Scout, HubSpot, Jira, and other CRM and ticketing platforms — and I pick up new tools quickly. I've maintained 99–100% Quality Assurance scores and an 88% first-contact resolution rate throughout my career, which means your customers get clear, accurate, professional responses the first time — without needing to follow up.
I also use AI tools like ChatGPT and Gemini in my daily workflow to draft professional responses faster, maintain consistent tone, and improve overall communication quality.
What you can expect fro-----------:
— Every ticket acknowledged and resolved on time
— Professional, warm, and on-brand written communication
— Accurate CRM documentation and case follow-through
— Zero dropped tickets — I own every case until it's fully closed
— Self-managed and reliable — no micromanagement needed
I've supported U.S., Australian, and international clients across financial services, retail, healthcare, and e-commerce industries. I'm fully remote-ready with a stable internet connection, quiet workspace, and my own equipment.
If you need someone who treats your customers' emails the way you would — I'm your person.

I am able to demonstrate my expertise in customer support, listing management and optimization, guest communication, calendar, linking, syncing and management. I also work on creating receipts and invoices for claims concerns, review disputes, scheduling of cleaning and property maintenance or repairs, addressing guest inquiries, concerns and issues by providing support and solutions in a very efficient, effective and professional manner, securing a 4-star rating or a 5-star rating for your listing by the end of their stay. I am also familiar with other media platforms such as Airbnb, Hospitable, Trello, Google Workspace, Excel, JIRA, Spreadsheets, Slack, Nexidia, and Atrium tool of Airbnb. I can also multitask because I have undergone leadership training and I am a white belt in Lean Six Sigma. Well-knowledgeable of the policy of Airbnb and how it works. I strongly believe that my skills and experience are going to be very helpful in the success of your business as a Host for Airbnb.

I help remote technical teams stay on top of Jira, documentation, blockers, rollout evidence, and weekly updates — so engineers can focus on building and project owners always know what's done, blocked, and next.

My strongest work is technical operations coordination: tracking Jira tasks and subtasks, chasing blockers, cleaning up SOPs, organizing documentation, preparing async status updates, and turning messy rollouts into something legible.

Recent work — ----------- InfraOps (Elyrix):
- Coordinated 20+ Jira tasks/subtasks across an infrastructure rollout (Dev cutover complete; PROD planning in progress)
- Authored and cleaned up 20+ SOPs, reference docs, and how-to pages in Outline (Diátaxis structure)
- Delivered 10+ weekly async updates covering blockers, dates, dependencies, and next actions
- Supported a 4-person remote engineering team using Jira, Slack, Outline, Kimai, and Vaultwarden
- Helped structure rollout documentation across Proxmox, OPNsense, WireGuard, DNS, certificates, and access-control workflows

What I can help with:
- Jira task tracking, subtasks, follow-ups, and status cleanup
- Weekly project updates and stakeholder summaries
- SOP and technical documentation cleanup
- Rollout, blocker, and dependency tracking
- Google Docs/Sheets organization and reporting
- Light technical coordination between engineers and project owners
- Research summaries with sources tracked

Tools: Jira, Slack, Outline, Google Workspace, Zoom, Canva, Kimai, Vaultwarden, Microsoft Access, Visual Studio.

Best fit roles: Technical Project Coordinator, Jira / PMO Coordinator, IT Operations Coordinator, Documentation & SOP Specialist, or Operations Assistant for a technical team.

On the side I'm building PulsePilot, an in-progress SaaS operations dashboard for service-based businesses (Next.js + Supabase).

As a Top-Rated plus Upwork Professional with a decade of experience in technical and customer support, I deliver exceptional service that drives client satisfaction and operational efficiency. My career is built on three pillars:

1. Proven Performance & Client Trust
Top-Rated Plus Member: Consistently receive 5-star ratings and rapid response times, ensuring seamless communication and project success.
NPS Leader: Achieved outstanding Net Promoter Scores (NPS) in Level 2 support roles for industry leaders like QuickBooks, Sprint, GoDaddy, Heymarvelous, and Foxit eSign.

2. Technical & CRM Mastery
Web & System Expertise: Resolve complex issues with email, DNS, hosting, and cloud platforms.
Tool Proficiency: Skilled in JIRA Service Management, Salesforce Service Cloud, Google Workspace, Zendesk, Intercom, ServiceNow, Slack, and more.
Automation & Efficiency: Leverage tools like Zapier and WHMCS to streamline workflows and reduce client overhead.

3. Client-Centric Approach
Problem-Solving Focus: Deliver tailored solutions for technical troubleshooting, CRM optimization, and customer satisfaction.
Adaptability: Quick to learn new systems and adapt to evolving client needs.

Why Work With Me?
Reliability: 96% job completion rate and consistent on-time delivery.
Communication: Clear, proactive updates to keep projects on track.
Passion for Growth: Outside of work, I apply the same precision to Korean Natural Farming (KNF) and sustainable gardening—turning challenges into thriving results.

Let’s collaborate to elevate your support operations. I’m ready to bring my expertise to your team!
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As a versatile Virtual Assistant, I offer a strong background in Website Development and Technical QA, with a specialized focus on SEO and search visibility. I am proficient in managing WordPress sites, conducting in-depth Research, and optimizing digital assets to ensure peak performance and technical accuracy.

Beyond technical oversight, I provide high-level Operations Support, including professional Email Support and Social Media management. I am highly skilled in streamlining workflows using Google Docs and Sheets, and I leverage Canva to create professional visual content.

My goal is to bridge the gap between technical precision and client-centric service, maintaining seamless communication while building reliable foundations for business scalability. I am committed to delivering consistent, high-quality results that help your team achieve long-term growth and digital excellence.

About Me:

Customer support specialist with 5+ years of remote experience handling high-volume email, live chat, and phone support across e-commerce, on-demand platforms, and telecommunications.

I've worked with Shopify, Salesforce, and Zendesk, and I know how to keep customers happy while keeping operations clean.I build SOPs, document bugs in Jira, manage CRM records accurately, and flag patterns before they become bigger problems. I don't just close tickets — I follow through.

Currently also supporting technical troubleshooting on web and mobile platforms, and expanding into QA and data reporting.

Tools & Skills: Salesforce · Zendesk · Shopify · Jira · Excel · Google Sheets · Notion · Slack · Zoom · Google Workspace · Microsoft Office · Zapier (basic)

Channels: Email · Live Chat · Outbound Calls · Shop App · Shop Pay

I have an Administrative support and Data entry work experiences from the past years. With that, using my strong organizational skills and ability to manage multiple tasks, I would be glad to share and contribute my knowledge to the team. Ability to manage wide range of responsibilities is one of my abilities that may help the company in the future.

Project Management VA candidate with 3+ years of experience managing high-volume customer operations, cross-functional communication, and time-sensitive workflows across fast-paced service environments. Skilled in coordinating structured tasks using Jira, Asana, Notion, Microsoft Office, and Google Workspace to support scheduling, documentation, task tracking, and operational reporting for construction and e-commerce teams. Recognized for maintaining 98% quality and compliance metrics while handling large volumes of client requests and resolving workflow bottlenecks under strict turnaround times. Adaptable to all time zones with a strong focus on project coordination, stakeholder communication, and organized execution across remote environments.

If you need more than a typical virtual assistant, I bring a rare blend of executive support, technical troubleshooting, and operations optimization to the table.

Many businesses hire VAs to manage calendars, inboxes, data entry, and admin work, but the real operational bottleneck usually shows up elsewhere: inefficient workflows, messy CRM records, weak documentation, recurring support issues, and systems that create more escalations instead of fewer. That is where I add strategic value.

I have nearly 3 years of experience in global technical support, with hands-on expertise in incident triage, root-cause analysis, CRM management, system support, and process improvement. My background includes working with Microsoft D365, Jira, HTML, chatbot optimization, knowledge base management, and advanced troubleshooting across Windows, Mac, and mobile operating systems. Because of this, I do not just complete tasks. I help improve the systems behind them.

Here’s how I can support your business:

* Manage executive and administrative operations with structure and precision
* Handle CRM updates, ticket coordination, and workflow tracking in Jira and Microsoft D365
* Build and refine SOPs, internal documentation, and knowledge base articles for team scalability
* Support customer operations through technical troubleshooting and issue resolution
* Improve service efficiency through chatbot optimization, transcript analysis, and workflow recommendations
* Identify recurring issues, reduce friction points, and help streamline internal processes

My approach is grounded in both service and systems thinking. I understand how to support day-to-day operations while also improving the backend processes that impact speed, quality, and client experience.

A few highlights from my background:

* Customer Success Award (2024)
* Helped reduce escalation rates by 20% through workflow improvements
* Achieved 80%+ diagnostic accuracy
* BS in Information Technology

If you are looking for someone who can operate as an Executive VA, General VA, or Technical VA while also bringing process discipline and technical problem-solving into your business, let’s connect.

Send me a message and let’s schedule a discovery call to audit your current workflows and identify where I can add immediate value.

Results-driven business operations professional with over 7 years of expertise in Order to Cash (OTC) and Procure to Pay (P2P) processes, reporting analysis, and quality assurance within global service environments. Proficient at leveraging tools such as Jira, Microsoft Office, and MS Power BI to drive efficiency, accuracy, and actionable insights.

Proven experience in trade promotions, deductions management, compliance validation, and collaborating with cross-functional stakeholders to optimize business operations. Skilled in supporting U.S.-based clients through CRM and ERP systems, including Salesforce, Siebel, SAP, MEI, Exceedra, as well as a wide range of customer portals, ensuring seamless operations and superior service delivery.

Core Competencies
- Order to Cash (OTC) & Procure to Pay (P2P) Operations
- Trade Promotions & Deductions Management
- Process Optimization, Management & Compliance
- Data Analysis, Validation & Reporting (Power BI, Advanced Excel)
- CRM & ERP Systems (Salesforce, Siebel, SAP, MEI, Exceedra)
- Client & Cross-Functional Stakeholder Management
- Quality Assurance & Operational Controls
- Global Service Delivery & U.S. Client Support
- Jira & Microsoft Office Suite Proficiency
- Strong Communication, Time Management & Multitasking
- Business & Accounting Academic Foundation

I am a flexible economics, research, communications, and digital operations professional with skills in copywriting, SEO content development, and technical research writing. I am skilled in basic Semrush SEO analytics, aiding me in optimizing content strategies that enhance your brand's visibility and engagement.

My background as a general and administrative virtual assitant and social media manager gas equipped me with strong organizational and digital campaign management skills, including navigating the basics GoHighLevel and Jira

I have advanced proficiency in Canva editing and design, where I produce visually compelling materials that complement strategic messaging for your brand. My combined strengths in content creation, analytics, and digital operations allow me to deliver authentic, structured, and results-driven outputs across academic, enterprise, and organizational contexts.

I am a Software QA Tester with 5 years of experience in manual testing, automation support, and system training across banking and government platforms.

I have designed and executed detailed test cases, reported and tracked defects using JIRA, and supported both System Integration Testing (SIT) and User Acceptance Testing (UAT) phases to ensure stable releases. I also develop automation scripts using Tricentis Tosca to reduce repetitive manual work and improve efficiency.

Beyond testing, I have worked closely with end-users as a System Trainer, helping teams understand system updates and documenting production issues discovered during live testing.

Key Competencies:
• Manual Testing & Test Case Design
• Automation Testing (Tosca)
• JIRA Defect Tracking
• UAT & SIT Monitoring
• Agile & Waterfall Methodologies
• System Documentation & Incident Reporting
• End-User Training & Technical Support

I am detail-oriented, analytical, and committed to delivering high-quality software by identifying issues from both technical and end-user perspectives.

I am currently seeking full-time QA opportunities.

I am a Customer Experience and Operations Specialist with 6+ years of experience in remote and BPO environments supporting high-volume customer and financial operations.

In my recent role, I handled:
• GHL appointment booker
• 15–25 daily support tickets across JIRA and -----------
• 5–10 active Telegram and ----------- communities (1,000–5,000 members each)
• Escalations, dispute resolution, and SLA-based ticket triage
• 30–40+ daily vendor invoices with ERP accuracy and compliance
• Handled-----------warm leads and convert it to booked appointment


I create structured workflows, document SOPs, and improve response coordination to reduce operational delays. I am comfortable working independently, managing multiple channels at once, and collaborating with cross-functional teams (finance, procurement, marketing).

Tools I use regularly:
JIRA, Zendesk, Airtable, -----------, Telegram, MS Office , Google Workspace, FSCM, OCR, Asana, GHL

I am reliable, process-driven, and focused on improving efficiency and service quality in remote teams.

Portfolio: -----------

Hi, I’m Arlene, a Manual QA Tester with 8+ years of experience testing web and mobile applications in Agile environments.

I help teams deliver stable, high-quality releases by identifying bugs early, validating features, and ensuring everything works as expected before launch.

In my previous role, I worked in a startup-style environment where testing was done directly from Jira user stories and acceptance criteria. This allowed me to focus on real user scenarios, adapt quickly to changes, and ensure features were properly tested even without heavy documentation.

Here’s how I can support your team:
- Manual testing for web and mobile applications
- Bug tracking and clear documentation (Jira)
- Regression testing before releases
- UI/UX validation and usability checks
- Testing based on user stories and acceptance criteria

I also have experience supporting sprint coordination, including stand-ups, task tracking, and keeping small teams organized and on schedule.

I’m detail-oriented, reliable, and comfortable working independently in remote setups. I make sure issues are clearly documented so developers can easily reproduce and fix them.

If you’re looking for someone who can thoroughly test your product, catch issues early, and help ensure a smooth user experience, I’d be happy to support your team.

I have experience providing customer support via phone calls and responding to customer inquiries through email. Additionally, I have basic experience with G Suite and Microsoft Office applications, including Google Sheets and Google Drive. I am proficient in using ticketing systems such as Zoho Desk, Jira, and Service Desk. My responsibilities have also included managing records and generating reports. Furthermore, I possess foundational knowledge of SQL databases and the AnyDesk remote desktop application.